CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers

Foreword Acknowledgments Introduction Part I: The Era of the Social Customer Chapter 1. OMG! Your Customer is Really Your BFF! Chapter 2. CRM, CMR, VRM or...Who Cares? Chapter 3. The Customer Owns the Experience Chapter 4. Enterprise 2.0: Not Exactly What You Think Chapter 5. A Company Like Me: New Business Part II: So Happy Together: Collaborating with Your Customers Chapter 6. Do You Have the Ring? Tools Chapter 7. Love Your Customer Publicly: Blogs and Podcasts Chapter 8. Wikis Are a Weird Name for Collaboration, N'est Ce Pas? Chapter 9. Social Networks, User Communities: Who Loves Ya, Baby? Chapter 10. Movin' and Groovin': The Use of Mobile Devices Part III: Baby Stays, Bathwater Goes--CRM Still Needs the Operational Chapter 11. The Collaborative Value Chain Chapter 12. Sales and Marketing: The Customer Is the Right Subject Chapter 13. Customer Service Is Our Name--and Our Game Chapter 14. The Difference: CRM, the Public Sector, and Politics Chapter 15. SOA for Poets Chapter 16. At Home or in the Clouds--and In Open Spaces Between Chapter 17. Big Picture, Big Strategies Chapter 18. Mapping the Customer Experience Chapter 19. Process and Data Go Together Chapter 20. Value Given, Value Received: Analyzing the Return on CRM Chapter 21. When You Buy the Application, You Buy the Vendor, Though You Don't Implement Him Chapter 22. Waving to the Future Appendix. The Social Web and the Public Sector: From the World to the State Index